Refund policy
At Veridermis, your satisfaction and safety are important to us. Our skincare products are subject to hygiene requirements. The policy below explains how to request help with damaged, defective or incorrect products.
Skincare products and hygiene
We do not offer voluntary returns or exchanges for opened or used skincare, personal preference, change of mind or customer ordering mistakes. This does not limit your rights for faulty, damaged or incorrectly supplied goods, or any mandatory cancellation or return rights.
Refunds and replacements
Contact us within 48 hours of delivery if you received the wrong item, your order arrived damaged, or the product is defective or compromised, such as a broken seal or leaking container. Keep the product unused after discovering the issue and retain its packaging. Provide clear photographs of the product, its packaging and, if damaged, the shipping box. A broken seal or opening a product to discover a fault does not by itself remove applicable legal rights.
The 48-hour reporting window applies to our prompt delivery-issue process; it does not replace or shorten statutory rights for faulty or non-conforming goods.
How to request help
Email info@veridermis.com with the subject “Refund Request – Order #XXXX”. Include your order number, a short explanation and relevant photos. We review requests and respond within 1 business day, Monday–Friday, excluding Canadian public holidays.
Do not send anything back before contacting us. If a return is required, we will give you the return address and label or shipping instructions. We cover necessary return shipping for approved damaged, defective or incorrect-item claims. We do not charge a restocking fee for those claims.
Refund processing
Approved refunds are issued to the original payment method within 5–10 business days after approval, subject to any shorter deadline required by law. Your bank or payment provider may take additional time to display the credit. Original shipping fees are normally non-refundable, except when the error was ours, the goods were faulty or incorrectly supplied, or the law requires reimbursement.
Order cancellations
Contact us as soon as possible to cancel an order before it ships. After dispatch, we cannot stop the shipment; any applicable statutory cancellation or return rights still apply.
Lost or missing packages
If tracking says delivered but you cannot find the parcel, check with neighbors or building management and ask the carrier for delivery confirmation. Contact us with your order number so we can investigate and help resolve the issue. A carrier investigation does not remove your applicable consumer rights.
EU, UK and other statutory rights
Where applicable, EU and UK customers have a 14-day right to withdraw from an online purchase, starting on delivery. Contact us within that period; where a return is required, send the goods back within the applicable return period. The hygiene exception applies to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, where the law permits that exception.
For a statutory change-of-mind return, you pay the direct return postage unless we agree otherwise. No restocking fee applies. We refund eligible payments, including the least expensive standard outbound delivery charge where required, within the statutory deadline; where permitted, reimbursement may be withheld until we receive the goods or proof of return. Rights relating to faulty, damaged or misdescribed goods remain unaffected.
Gift cards and promotional items are not eligible for voluntary refunds unless required by law. This policy applies to orders placed from September 11, 2026; earlier orders retain the return terms offered at purchase.
Contact Veridermis
Email: info@veridermis.com
Phone: +1 866-986-7383
Business contact address: 1405 Boulevard Henri Bourassa Ouest, Montréal, Quebec H3M 3E6, Canada
Support hours: Monday–Friday, 9:00 am–6:00 pm Eastern Time (Montréal).